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Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, a platform enabling organizations in physical operations—agriculture, construction, field services, transportation, manufacturing—to harness IoT data for actionable insights and operational improvement.
As Sr. Manager, Business Operations, you will be a strategic partner to Samsara's Global Support leadership, driving operational excellence and enabling data-informed decision-making at scale. This high-autonomy role sits at the intersection of strategy and execution, supporting senior leadership with insights, communications, and operational frameworks needed to run and grow the business effectively.
Key responsibilities include:
• Own the annual operating plan (AOP) for the Support organization end-to-end: build and maintain the capacity, headcount, and cost model that translates volume forecasts, productivity, AI deflection, and staffing assumptions into a defensible operating plan and budget.
• Model and pressure-test strategic levers: headcount and vendor/BPO mix, cost to serve, deflection and automation impact, service level and coverage tradeoffs—bringing leadership clear recommendations with quantified impact and stated assumptions.
• Own the Customer Support business review cadence (monthly and quarterly): metric definition and data validation, executive narrative and insight, and follow-through on decisions and actions.
• Build and maintain reporting frameworks and metric definitions leaders run the business on—productivity, cost to serve, CSAT, time to resolution, deflection—making them self-serve so managers can answer their own questions.
• Act as connective tissue between Support leadership, Workforce Management, and Finance, operating credibly with senior stakeholders, influencing without direct authority, and leveraging modern AI tools to work at speed and rigor.
You will take ambiguous, loosely scoped problems—a cost target, a capacity gap, an unexplained trend—and return with structured analysis, a defensible model, and actionable recommendations. Success means leaders make better decisions faster, with a plan and numbers everyone trusts.
This is a remote position open to US candidates except those in the San Francisco Bay Area, NYC Metro Area, and Washington D.C. Metro Area.
